Webinars
Watch on-demand workforce management webinars made for professionals in contact center environments. Whether you are new to workforce management or looking to deepen your knowledge, these webinars are easy to follow and practical.
Topics include forecasting, capacity planning, AI in WFM, and multi-skilled staffing, combining theory with real-world workforce management examples. Each webinar includes downloadable slides.
Missed a live session? You can watch all WFM webinars below at a time that suits you. After signing up once, you will also receive invitations to all upcoming workforce management webinars.
Join thousands of WFM professionals who’ve already tuned in. Our expert-led webinars are available anytime, whether you’re exploring the basics or deepening your expertise. It’s where the WFM community comes together to learn, share, and grow.
Topics include forecasting, capacity planning, AI, and multi-skill staffing, all combining academic insight with real-world application. Each session comes with downloadable slides.
Missed a live session? No problem. All past webinars are available below to watch whenever it suits you. Once you sign up, you’ll automatically receive invites to upcoming sessions.
Recent Webinars
Ger Koole on The Non-Linearity of Skill-Based Routing: Why Adding Agents Doesn’t Add Up’
Ger Koole on What’s New in Erlang v4: Smarter Calculations for Low-Volume Queues
Ger Koole on How redials skew your forecast (and how to fix it)
Ger Koole on Back to basics: Poisson fluctuations and its consequences
Marya Miakisheva on The Mathematics of Balancing Allotment and Allowance
Ger Koole PhD on AI versus Optimisation in WFM
Ger Koole PhD on Erlang or AI? A Hybrid Approach to Staffing
Ger Koole PhD on Celebrating 20 Years of Innovation: What CCmath Has Brought to WFM
Ger Koole PhD on Why Contact Center Forecasting is so Difficult
Webinar and Podcast Archive
Ger Koole PhD on Beyond the Hype – The Added Value of AI for WFM
Ger Koole PhD on Short-Term Poisson Noise and it’s Impact on Workforce Management
Ger Koole PhD on The Blending Blueprint: Pros, Cons, and Smart Strategies in Contact Centers
Ger Koole PhD on Mastering Multi-Skill Staffing in Contact Centers:
Ger Koole PhD on How to make an efficient Contact Center Schedule:
Initiate your free trial by sending a request to jesper@ccmath.com.
Ger Koole PhD on The Erlang Chat Formula: Accurate Safety Staffing for Chat:
Initiate your free trial by sending a request to jesper@ccmath.com.
Ger Koole PhD and Berkan Arik on CCmath’s Erlang for Python / R:
Start your free Python / R trial by requesting your user ID via support@ccmath.com.
Ger Koole PhD and André Leitão (weWFM) on the Mathematics behind Workforce Management.
Ger Koole PhD on why WAPE (Weighted Absolute Percentage Error) is the best performance measure:
During the second part of the webinar, Ger Koole PhD illustrated why WAPE is the best accuracy measure using the following Excel macro. Download it for free and test the WAPE function yourself here!
Ger Koole PhD on Erlang formulas for capacity calculations in Excel:
Siqiao Li on handling handling times; why the AHT is not your average average:
Ger Koole on the case of intraday management; less is more:
Giuseppe Catanese on the dangers of overfitting:
Ger Koole on the Man vs. the Machine:
Ger Koole on the complexity of chat capacity calculations:
Ger Koole on the suitability of Erlang C for callcenter staffing calculations:
Ger Koole on why a contact center forecast of 100% is sheer luck:
Do you want a head start?
Go visit WFM-Academy, our e-learning platform. Here you can take courses and training whenever you want, at your own pace.
Follow a full-scale training such as the comprehensive Forecasting program, or try a single course like Multi-Skill Systems or Call Arrival Processes. Through quizzes and assignments, you will be challenged throughout your training, which will be assessed by Siqiao Li PhD.
